DIGITAL SUPPORT TECHNICIAN - LEVEL 3

Organisations of all types are increasingly applying digital technologies across all their business functions to maximise productivity.  The demand for people who can support and implement these digital operations and digital transformation projects is increasing. 

OCCUPATIONAL PROFILE

A Digital Support Technician's broad purpose is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They will select one of the following two options:

  1. A Digital Applications Technicianhelps their organisation and its internal users maximise the use of digital technologies and adapt to and exploit technology changes to meet organisation objectives.  They maximise productivity and ensure effective use of digital technologies, including collaborative technologies, and digital information systems to achieve their organisation or customer objectives.
  1. A Digital Service Techniciansupports the external customers and clients of their organisation through a wide variety of digital channels. They will learn to help internal and external clients access and receive services and support them in their use of digital systems; to support them in completing and submitting information remotely and diagnosing and resolving technical problems. 

Typical Job Roles

Digital Applications Technicians:  Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.

Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and Online Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist.

ENTRY REQUIREMENTS

Individual employers will set the selection criteria, but this might include GCSEs, A levels, a level 2 apprenticeship or other relevant qualifications, relevant experience and/or an aptitude test with a focus on functional maths.

COURSE OVERVIEW AND LEARNING

The course is delivered at the employer's site or online, and the course covers core competencies as set out in the standard learners will then choose one of the pathways.

Option 1 – Digital Applications Technician

Will cover, software applications, digital information systems, working practices for productive use and maintenance of business hardware, software and networks as well as agile methodologies, CIDC, how organisation use digital technologies into business functions, how to assist with digital change, how to train and support colleagues, the features of cloud and database management.

Option 2 – Digital Service Technician

Will cover the use of database and CRM, CMS office and web technologies. The principle for diagnosing user's digital issues. They will learn about end-user systems; operating systems; application types and deployment methods; support processes such as password management, access control and connection to remote resources and how to coach and support a wide variety of external users to help them make the best use of digital technologies to access information, services or products and conduct transactions

END-POINT ASSESSMENT

■ Case Study Presentation and Interview

■ Knowledge Test

■ Panel Discussion

PROFESSIONAL DISCUSION

Those completing the Digital Support Technician apprenticeship will be eligable for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA Level 3 professional competence.

EMPLOYERS INVOLVED IN CREATING THE TRAILBLAZER STANDARD:

Brighton & Hove City Council, British Library, BT, Fujitsu, Identify, NHS Digital, RAF, Optimity, Army, Navy

FEES: Fully Funded for Apprentices aged 16-18 years

Employer contribution: 5% for Apprentices aged 19 years or above

DURATION: 15 Months